Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the distinction
of incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missing feature by using priorities like
1 - request for info, 2 - rfc/low, 3 - rfc/high,
4 - incident/low, 5 - incident/normal. 6 - incident/high)
I don't think OTRS is lacking anything in this respect. Just create
different mail adresses for your different types of requests (who
says everyone has the same types you would use?) and put the incoming
tickets in different queues depending on to which mail address they
were sent. You could add priorities to the mix, but I'd start by
using separate queues. Since everyone will have a different setup
there isn't any default queue setup that differentiates between
queues, but just a single queue. Just remember that OTRS is used by
more people than just people that run a business that is like the one
you run.
Nils Breunese.
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